Team Manager – National Customer Service Centre

Job title:

Team Manager – National Customer Service Centre

Company

Care Quality Commission

Job description

Grade D – £27,277 for national and £32,679 (London Framework – if you are London office based or homebased and live within the boundary of the M25) There is also an additional homeworking allowance of £553 per annum for those working from home.Contracted Hours: Full time 37 hours per weekContract Type: PermanentClosing date: Thursday 21st March 2024 at 11.59pmThis role is NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.Are you committed to helping us regulate health and social care within England?When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work what comes to mind? For 3000+ people at the CQC we end each day knowing that we have made a difference to the lives of those most in need in our communities. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve. We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in this sense of achievement. If you would like to help us make a positive impact to health and social care within England, then read on.Why this could be a great role for you….Our Team Managers are responsible for managing the overall performance of the team in a fast paced, customer contact and processing environment. The first point of escalation for the team, Team Managers also take ownership of service escalations and for customer complaint resolution. Central to this role is to lead and motivate in a high-performance culture. The level of line management support to the team will include (but not be restricted to) identifying training and development needs, deliver clear conduct guidance and deliver timely communications.What we can offer you…Your health and wellbeing are important to us and are supported through generous annual leave (starting at 27 days and rising with service to 32.5 days, plus 8 Bank Holidays), a cycle to work scheme, discounted gym vouchers and access to a free employee assistance service 24 hours a day. We also understand the importance of financial health and offer membership of the NHS pension scheme, contributing about 14% of basic salary. You will also be able to access discounts to supermarkets, high street stores, electronics, fleet cars, plus we also have an internal reward scheme which could see you earn yourself a voucher or two! All of our Homeworkers are also kitted out with everything they need to comfortably work from home.We want to support you to succeed and be your very best, with opportunities for training and development along with the support of experienced managers and mentors.We want to make working for CQC a great experience for everyone, and to role model a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their whole self to work, we support a variety of staff networks, including the Race Equality Network, LGBT+ Equality Network, Carers Equality Network, Disability Equality Network and Gender Equality network.What you will bring…You should be experienced of working in a contact or customer support environment. Experience of being an effective performance manager and the ability to motivate a team to perform to the highest standards is a must. A competent user of MS Outlook, Excel and Word you should also be comfortable using MI Performance data to plan and inform service delivery.If you’re interested and think this is the perfect job for you, apply today!Accountabilities:Lead and motivate in a high-performance culture, providing high challenge and high support. Promote innovation and continuous improvement, ensuring staff understand and are engaged with team and organisational goals.Facilitate and promote exceptional customer service with all customers, both internal and external, across your team, acting as first point of escalation and resolution for customer issues and complaintsWork collaboratively in a live environment to ensure appropriate action is taken in response to changing prioritiesBe aware of the importance of the effective handling of highly sensitive information of concern from potentially vulnerable and/or distressed individuals and ensures teams comply with relevant policies at all timesEnsure workflow is appropriately managed through your team, monitoring progress of work rate completion to ensure individuals and team remain on target to meet the wider team SLATake ownership of service escalations and for customer complaint resolution, ensuring any corrective action taken is discussed with the wider team to enhance learning for all and improve serviceEnsure your team contribution is sufficient in the context of the wider team service requirements.Working collaboratively with peer network to propose and implement solutions to remedy anticipated or actual shortfalls as required, highlighting action taken to your line manager when appropriate to do soConduct quality checks for your teamwork outputs to ensure agreed and defined quality standards are being achieved, provide feedback and ensure agreed actions are implemented to ensure any shortfalls are remediedDeliver communications updates in a structured, timely manner to support early engagement with plans and initiatives, ensuring that delivery methods are tailored to the needs of your receiving audienceUndertake all mandatory and other identified training to support own development and the development of othersActively contribute to Performance Management and Review
process by ensuring performance conversations are held with all direct reports and appropriate documentation is completed for self and others.Provide line management support to all staff in your area of
responsibility, ensuring staff have access to appropriate support mechanisms to undertake their role and aid career development.Ensure your team are fully aware of and conduct their duties complying at all times with knowledge information and document management information security principlesEnsure guidance and standard operating procedures are created, reviewed and maintained for all activity conducted within your team.Escalate identified risks and issues to your line manager in a timely manner, minimising potential impact to service operation and the wider CQCEnhance learning and service improvement opportunities in your team by ensuring any corrective action planned or taken as a result of service escalations or complaints is discussed and staff are supported to improve, with coaching as necessaryEvaluate procedures within your team, consider improvement opportunities and present options for change to your line manager and peer network for considerationWork collaboratively with the coach network to develop training plans for yours and the wider team in conjunction with your line managers guidanceSupport relevant NCSC managers by contributing financial and workforce planning input in to programme or projects as agreed by SMT.Maintain an understanding of regulatory processes aligned to your area of responsibility, ensuring your team are made aware of all new or proposed changes which may impact on their deliveryMaintain an understanding and awareness of CQC policies and procedures and ensure consistent application and promotion of these in everyday practices.Demonstrate application of CQC Values and Behaviours in all interactions, raising awareness and improving practice in respect of Equality and Diversity and promotion of Human Rights within the workplace.All duties commensurate with your role and responsibilitiesEssential Skills & ExperienceEducated to degree level or equivalent, or ability to demonstrate equivalent work-based experience.Ability to prioritise within a fast-paced environmentCompetent in the use of MS Outlook, Excel & WordDemonstrates ability to lead and motivate a team that performs to the highest standardsAbility to understand MI performance data to plan and inform effective service deliveryEffective time managementConfident written and oral communicator within a wide network of stakeholdersStrong interpersonal skillsEffective performance manager with ability to coach and develop staff to fulfil required objectivesHighly collaborative, with strong partnership-building and
interpersonal skillsExperience of working in a contact centre environment, handling sensitive or concerning information is preferable within NCSC Customer Contact for Team Managers of Concerns or Enquiries TeamsDesirable Skills & ExperienceHas knowledge and understanding of CQCs role within the health and social care environmentUsage of Customer Relationship Management tool suitesNegotiation & Conflict Management Skills to support effective outcomesAwareness of risk assurance frameworksAwareness of the Change Management cycleFor an informal discussion or further information on the role, please contact Kerry Foster, NCSC Operations Manager at [email protected]Individual adjustments…We are committed to being open and transparent around our processes and we endeavour to offer every candidate the opportunity to perform at their best throughout the recruitment process. We seek to support candidates to identify potential challenges and work with them to identify and facilitate reasonable adjustments as appropriate. Should you require assistance and/or would like to request a reasonable adjustment at any stage of the recruitment process, please contact a member of the team via email: [email protected]CQC is committed to promoting a fair and inclusive workplace where all our people can flourish and reach their full potential. We know diverse teams allow for a more creative and productive environment and therefore encourage applications from everyone regardless of: age, gender/sex, gender identity or expression, religion or belief, disability, ethnicity or sexual orientation.Our ValuesExcellence – Meeting our challenge to be a high-performing organisation
Caring – Treating everyone with dignity and respect
Integrity – Demonstrating our passion for ‘doing the right thing’
Teamwork – Enabling us to be the best we can

Expected salary

Location

London

Job date

Fri, 08 Mar 2024 23:47:54 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.net) you saw this job posting.